“I’ve only got a certain amount of money to see me through each week. I should be making memories and enjoying my time with my family, my children, my grandchildren, my friends, my elderly parents, and I can’t.”<\/p>\n
Some of those affected have had no contact from Capita whatsoever. It took over the administration of the scheme from MyCSP.<\/p>\n
Appearing before the Public Accounts Committee, Capita bosses said they were surprised by the extent of the issue the company inherited.<\/p>\n
But Holroyd said: “We now own this problem. It is ours to fix and ours to fix at pace.”<\/p>\n
Apologising for the situation, he said the service was not what retired civil servants deserved. Staffing had increased from 400 at the time of the handover to 750 now.<\/p>\n
Chris Clements, managing director at Capita Public Services, said calls about bereavement and hardship were being answered quickly, but others had “unacceptable” waits.<\/p>\n
He said some payments would be made to the most serious cases by the end of February, and they would receive a normal service by the end of March.<\/p>\n
He said anyone who needed to get in touch should use the “contact us” tool on the front page of its website.<\/p>\n